Articles - Carolyn Blunt

Carolyn Blunt is a Senior Director with over 25 years of experience across both start-ups and large corporations, specialising in talent strategy, leadership, and customer experience.

She has a proven track record in building high-performing teams and driving business growth through strategic leadership and talent development.

Currently, Carolyn serves as a Non-Executive Director (NED), advising organisations on navigating complex challenges, governance, and sustainable success. Her expertise spans a wide range of industries, where she aligns talent strategy with business objectives to deliver impactful transformations and long-term value.

Connect with Carolyn on LinkedIn

Recorded Webinar: How to Really Empower your Agents
Are Your Social Media Interactions Too Formal?
Are You Overcomplicating Agent Motivation?
5 Mistakes Every Team Leader Should Avoid
electric shock
5 Shocking Things Even big Contact Centres Are Failing at
How Do I… Make Time for Agent Training?
Recorded Webinar: The Best Ways to Improve Customer Satisfaction
Average Handling Time (AHT) vs Customer Experience
boat on edge
How Do I… Overcome the Friday Slump?
How Do I… Remove Average Handling Time (AHT) as an Agent Target?
Recorded Webinar: Best Practices in Call Quality Monitoring
The Best Ways to Handle Customer Feedback
voice megaphone
How Do I.. Capture the Voice of the Customer?
Best Respected Awards – The Results
How Do I… Create a ‘Channel of Choice’ Experience?
This Shouldn’t Happen to a Customer…
people talking with headsets on and chat bubble above their head
Top 20 Examples of Rapport Building Statements
How Do I… Tune Up the Recruitment Process?
Speed up Complaint Handling in a Multi-Channel Contact Centre
Recorded Webinar: 10 Smart Ways to Improve Average Handling Time (AHT)
visual-glasses
How can the contact centre become more visual?
NetPromoter vs Customer Effort – Which is Best?
What is the best metric for your contact centre?
5 Ways to Increase Customer Satisfaction